Insikt is hiring a

Bilingual Call Center Manager in Downtown SF

San Francisco, United States

OUR COMPANY

Insikt is a rapidly growing technology company that connects borrowers seeking loans with investors seeking better, stable returns. Our mission is to bring trust and transparency back to the world of lending and securitization while also helping underserved families and small businesses find responsible credit options. We are accomplishing this mission by enabling:

 

  1. Lending: Our proprietary white-label lending platform (Lendify) allows any retail store, online brand, or distribution partner to make loans or provide purchase financing to its customers, in its own brand name, without any prior credit expertise and with minimal upfront investment.

 

  1. Investing: Our proprietary investing platform allows accredited investors to buy into a variety of investment instruments backed by distinct loan portfolios underwritten in-house. Each investor has online access to all the same data as our Risk and Analytics teams, ensuring transparency into all investment instruments.

We have brought together the best and brightest from top tier technology companies, leading financial service providers, and world class investment firms. We are funded by some of the best investors and entrepreneurs in the world, including First Mark Capital, Revolution Ventures, Capital One, Continental Investors and Serengeti Asset Management.

OUR VALUES

We are a tight-knit team of highly talented and motivated people from a diverse set of backgrounds and industries all tenaciously driven by our mission. We value creativity, courage, and collaboration and we believe in letting the best and most innovative ideas rise to the top. We are looking for the absolute best people who want work hard, play hard, and build a socially-minded, profitable, and enduring business in the process. 

The Job

Insikt is looking for a bilingual Quality Assurance (Sr) Manager who will be responsible for developing and enforcing quality and compliance expectations for the calls our Customer Success, Collections and Underwriting teams make.  This role will be integral in the development of our Operations team and will be responsible for Quality and Compliance across multiple sites and vendors, both Domestic and International.  The ideal candidate is a high energy individual who is a proven leader with experience setting and enforcing Quality and Compliance expectations for customer-facing functions. If you are passionate about amazing Customer Service and looking for an opportunity to help build a great company, then we may have your next challenge!

Responsibilities include:

  • Acts as THE advocate for Quality and Compliance in Insikt’s Servicing team.
  • Maintains/develops QA guidelines and call script as new policies, procedures, products, product features and call types are implemented.
  • Continuously improves Call Scripts and QA guidelines based on call reviews, feedback from call center associates/management and best practices from prior experience.
  • Successfully partners with Training and Operations Management personnel to successfully roll-out changes to Insikt’s suite of Call Scripts and QA guidelines
  • Manages a team of QA Analysts that perform call monitoring on live & recorded calls to ensure all policies, procedures, and scripts are followed. Ensures call-review SLA’s are met.
  • Ensures QA Analysts and Operations Team personnel are having successful call reviews on a regular cadence.
  • Ensure QA team successfully partners with Operations Management to ensure supervisors have feedback needed to continuously develop their employees.
  • Hires, trains and develops a staff of QA Analysts.
  • Architects and helps implement a suite of technology to improve the efficiency and effectiveness of the QA team.
  • Partners with Operations Strategy, BI and Operations Management teams to develop and communicate reporting on Quality and Compliance performance.

 

The team is growing quickly and highly talented/motivated employees will have the opportunity to help shape the direction of the organization. We are extremely excited about our future and can’t wait to bring more awesome people into the team!

Job Requirements

The ideal candidate will have:

  • Written and verbal fluency in English & Spanish
  • 4+ years in a Customer Service or Collections organization
  • 2+ years prior quality assurance experience
  • 3+ years prior management experience
  • Working knowledge of Microsoft Word and Excel
  • Exceptional listening skills
  • Strong communication and inter-personal skills
  • Strong organizational skills
  • Strong attention to detail with qualitative and analytical skills
  • Ability to work in a team environment
  • An energetic, driven, fun and generally awesome personality!